Sim deactivated today can same number be requested on new contract?

[Karen-me]

So my son has always been with EE on a contract but moved his number to pay as you go whilst he went travelling. I topped up for him last november and he’s returned yesterday only to find it was deactivated this morning. He didn’t receive the warning text in May and in particular not one yesterday which I read was supposed to happen - 24hours prior to deactivation. So this is day 269 from last activity.

 Can this sim be reactivated or the number transferred to a new sim contract for him? 

[XRaySpeX]

@Karen-me : No. His PAYG SIM has gone into hibernation due to non-use & then been completely deactivated. 

EE PAYG SIMs are deactivated after 179 days (~6 months) of non-chargeable use. You then have a further 90 days (~3 months) period of grace to call EE to reactivate it before it is lost completely.

He needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using his mins, texts or data from his pack.

[Karen-me]

And since the number was only deactivated today could it be ported to a new ee contract?

Rather frustrating that no texts were sent yesterday and the top up credit is lost. 

[XRaySpeX]

You've lost that no. thro' non-use.

[bristolian]

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@Karen-me wrote:

And since the number was only deactivated today could it be ported to a new ee contract?

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Your conversation needs to be with EE-CS, ASAP. The outcome would be interesting - please post back with the result.

There is no account access on this forum, users here can only advise on EE's policy & standard practices.

[Karen-me]

I phoned EE again asking whether I could open a new contract with his old number. The number they say is lost since it was most recently a pay as you go contract. But if I open a new monthly contract I may be able to then request a number change. This might incur charges and might still not be possible. Does anyone know whether this is likely - number porting?  Particularly since it was still his number yesterday it won’t have been reassigned. It sounded very vague and I’d want it to be certain.

[bristolian]

So they're saying a number change is possible on a new pay-monthly account.

It's reasonable, make sure that you get a new plan via online or tele-sales and NOT in a retail shop - this guarantees you the statutory 14days "change of mind" right of return.

No need to have a phone-plan, go for a SIM-only. Also be clear on terminology - PAYG is different to pay-monthly contracts.

[Alex_H · Accepted solution]

Hi @Karen-me,

Welcome to the EE Community

Unfortunately once a PAYG number has been cancelled due to no chargeable usage, it cannot be re-activated, it can only be saved during the period between hibernation and cancellation by getting in touch, i.e. between days 180 and 269. After cancellation the number begins a process of quarantine and recycling from which it cannot be re-instated.

It sounds like what they have been trying to advise when you called, is the option to take a new contract and then request a number change to your lost number, but this would not be a suitable solution. When you take out a new contract you would be assigned a random number from our available numbers, it is then possible to request a number change but you are only able to specify either the last 4 digits or last 6 digits  of the number you wish to change to and there is a charge for this depending on the desirability of the numbers you select. So this would not be an option for getting the lost number back.

I apologise that they were not more clear on the entire process on your call and were vague like you say, though your son would be welcome to take a new contract number with us or a new PAYG SIM, I would not want him to do so under the expectation of getting that specific number back when it wont be possible I am sorry.

Alex

[Karen-me]

Thank you Alex, a definitive reply!

That’s all I needed really rather than chasing all avenues. 

Rather wish I wasn’t so generous topping up his account when he was away only for it all to be lost mind along with his number! 

Thank you all for your help!